E-commerce Customer Experience

3 weeks ago

Kuala Lumpur, Malaysia LUXASIA Full time

At Fresh, we create beauty products that perform with experiences that transform.
Born in Boston, Raised in New York. What began as a small collection in a neighborhood shop by our founders Lev & Alina, has evolved into a full lifestyle line of skincare, lip care, body care, and fragrance sold all over the world.
The sensoriality of our products—their textures and scents—sets us apart. It’s this combination of high efficacy and amazing sensations that we’re known for, and why those who know us love us. Lev says fresh creates products people don’t know they need—and then can’t live without. Our founders still work with the brand every day to fulfill their original dream of making beauty that performs and transforms.
We are driven by our never complacent indie spirit where the sky's the limit. This approach is initiated by Lev and Alina and lived by the entire organization. Our boundless curiosity fuels our search for the extraordinary, whether it’s a moment of pleasure in nature or an experience of generosity in our shops. Where fresh goes, beauty follows. We’re pioneers—in product, in experience, in culture, and in process.
We believe that fresh is more than what it sells; it’s the emotional connection to the brand that we call the sixth sense. It’s the heartfelt experience we craft for our people and our guests.
Fresh is a brand of LVMH group worldwide. In SEA, it is managed through L Beauty Pte Ltd, a joint venture between LVMH group and Luxasia.
We are looking for a self-motivated, passionate and independent E-commerce Customer Experience & Operations Executive with a customer-first mindset and always working to translate the needs of the consumers into business opportunities. This includes handling and resolving clients’ inquiries, liaising with internal and external stakeholders on delivery related activities, supporting 3rd party logistics' invoices reconciliation, monitoring and attending to all live chats/inquiries on products, orders, and refunds & returns/exchanges across multiple eCommerce platforms to ensure that all customers’ queries and expectations are well managed on Salesforce Service Cloud as well as fulfilling general administrative duties and ad-hoc requests.

**JOB DESCRIPTION**:
CUSTOMER EXPERIENCE
- Responsible for implementing processes and meeting the KPIs - such as response speed and any metric which affects the quality of the customer service
- Monitor, respond and resolve all Chats/Inquiries on Products, Orders, and Refunds & Returns/Exchanges and to ensure that all customers’ queries and expectations are well managed
- Ensure proper quality of services and strict adherence to customer service processes as well as effectively bridging the gap between ecommerce team and order fulfilment team
- Ensure appropriate resolution of customer complaints, and that all actions are implemented and verified for effectiveness.
- Attend to tickets in a timely manner by providing the necessary solutions, which includes responding, closing the case, following up on the case and etc

DIGITAL OPERATIONS
- Optimize user experience through regular policing of sites
- Be the go-to person, manage onsite bug tracker across the region and ensure status updates with local team
- Fraud management and manage new payment gateway initiatives to increase revenue and opportunities.
- Becomes the liaison between inter-department team to make sure issue be resolve within the same day and minimizing further escalations
- Liaise with all the third-party logistics partners to make sure daily collection is done, locating missing / untraceable parcels, stopping delivery due the various reasons, claims for lost / damage while in transit parcels and etc.
- Monitor platform orders and their fulfilment to detect any issues such as out of stocks inventory, technical error or others
- Manage Returns including arrangement for exchange, reverse pick up, re-inbound, shortages, and etc.
- Support financial reconciliation and provide the necessary information to relevant teams to do the necessary billing, credit note, debit note, billing dispute and claims

**Requirements**:

- Bachelor’s degree in Business Administration/ Management, Commerce, Marketing or related field
- At least one year’s experience with customer service background and/or working in eCommerce preferably
- Ability to read & write in Mandarin, Bahasa efficiently to support SEAO markets
- Hands-on experience with Salesforce Service Cloud and/or CyberSource a plus
- Able to establish good rapport with Customers
- Flexible and adaptive to changing priorities; able to organize, multi-task
- Resourceful, with proven problem-solving skills
- Strong verbal and written communication skills
- Team-oriented with a hands-on mentality ability to interact with team members and partners across functions and levels
- An engaged team player with a positive mindset
- Meticulous and a good eye for details
- Well-organized and has strong abilit

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